Director, Customer Success Managers

G-P

. Own gross retention and Net Retention Rate (NRR) across all named G-P accounts and every account valued above $75K .

Posted 11/3/2026full-timeRemote • CanadaLead💰 CA$140,000 - CA$175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Customer Success and Account Management, with a strong focus on gross retention and Net Retention Rate (NRR) across B2B SaaS environments. Proven ability to lead and coach teams, implement operational frameworks, and engage effectively with executive leadership.

Highest-signal resume keywords

Customer Success ManagementGross RetentionNet Retention Rate (NRR)Salesforce ProficiencyTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementRetention Metrics TrackingTiered Coverage ModelsOperational Framework DesignCustomer Health Data Analysis

Soft Skills

Executive PresenceCoachingCollaborationCommunication

Tools & Technologies

SalesforceCustomer Health Data Platforms

Industry Keywords

B2B SaaSEmployer of Record (EOR)HR TechPayrollGlobal Expansion

About the role

Key responsibilities & impact

Own gross retention and Net Retention Rate (NRR) across all named G-P accounts and every account valued above $75K
Lead, hire, and coach Managers of Customer Success across the Americas, EMEA, and APAC
Set and manage global account coverage models by tier and own annual book re-tiering
Standardize tier-specific Customer Success Manager playbooks
Oversee portfolio renewals and transition legacy evergreen agreements to standard contractual terms
Lead weekly and monthly risk and churn reviews with Revenue leadership
Maintain real-time health signals and remediation plans for at-risk accounts
Establish rules of engagement with Account Management regarding renewals, expansion, upsell and cross-sell leads, and Salesforce credit recording
Track and report retention, NRR, and portfolio risk metrics to the VP, Global Customer Success and Revenue leadership
Partner with Account Management, Global Implementation, Essentials and Channels, Operations, Finance, Product, and CS Ops

Requirements

What you’ll need

10+ years of experience in Customer Success or Account Management within B2B SaaS or global services
5+ years of experience leading and managing people managers
Proven track record of protecting and expanding a large customer book, driving measurable gains in gross retention and NRR
Demonstrated experience leading distributed teams across multiple regions and time zones
Hands-on experience designing and implementing tiered coverage models, playbooks, and scalable CS operational frameworks
Strong executive presence with both enterprise customers and executive leadership
Fluency with Salesforce and customer health data platforms/telemetry
Prior experience in the Employer of Record (EOR), HR tech, payroll, or global expansion industries (preferred)

Benefits

Comp & perks

Variable compensation tied to book gross retention and NRR, including seller-sourced deals
Annual bonus for non-sales roles, dependent on individual and company performance
Generous paid parental leave
Flexible time off
Spending accounts
Medical insurance
Dental insurance
Vision insurance
Sabbatical after 5 years